Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Transaction‐specific satisfaction and overall satisfaction: an empirical analysis

Transaction‐specific satisfaction and overall satisfaction: an empirical analysis The distinction between transaction-specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature. Furthermore, a review of the extant literature provides mixed conceptual evidence concerning the relationships among transaction-specific satisfaction, overall satisfaction, and repurchase intentions. This study empirically investigates transaction-specific satisfaction, overall satisfaction and repurchase intentions, and finds that the two types of satisfaction can be distinguished from one another. Furthermore, the findings from this study suggest that overall satisfaction has a direct influence on repurchase intentions as well as a moderating influence on the transaction-specific satisfaction/repurchase intentions relationship. When overall satisfaction is high, transaction-specific satisfaction has little impact on repurchase intentions, but when overall satisfaction is low, transaction-specific satisfaction has a positive influence on repurchase intentions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Transaction‐specific satisfaction and overall satisfaction: an empirical analysis

Michael A. Jones; Jaebeom Suh
Journal of Services Marketing , Volume 14 (2): 13 – Apr 1, 2000
Download PDF
13 pages
Read Article

Loading next page...
 
/lp/emerald-publishing/transaction-specific-satisfaction-and-overall-satisfaction-an-Oj0C7alGty
Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040010371555
Publisher site
See Article on Publisher Site

Abstract

The distinction between transaction-specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature. Furthermore, a review of the extant literature provides mixed conceptual evidence concerning the relationships among transaction-specific satisfaction, overall satisfaction, and repurchase intentions. This study empirically investigates transaction-specific satisfaction, overall satisfaction and repurchase intentions, and finds that the two types of satisfaction can be distinguished from one another. Furthermore, the findings from this study suggest that overall satisfaction has a direct influence on repurchase intentions as well as a moderating influence on the transaction-specific satisfaction/repurchase intentions relationship. When overall satisfaction is high, transaction-specific satisfaction has little impact on repurchase intentions, but when overall satisfaction is low, transaction-specific satisfaction has a positive influence on repurchase intentions.

Journal

Journal of Services Marketing – Emerald Publishing

Published: Apr 1, 2000

Keywords: Customer satisfaction; Customer loyalty

References

  • Multiple Regression: Testing and Interpreting Interactions
    Aiken, L.S.; West, S.G
  • A customer satisfaction research prospectus
    Anderson, E.W; Fornell, C
  • Customer satisfaction, market share, and profitability: findings from Sweden
    Anderson, E.W; Fornell, C; Lehmann, D.R
  • Structural equation modeling in practice: a review and recommended two‐step approach
    Anderson, J.C; Gerbing, D.W
  • The effect of perceived service quality and name familiarity on the service selection decision
    Arora, R.; Stoner, C.
  • The nature of satisfaction: an updated examination and analysis
    Babin, B.J; Griffin, M.
  • The moderator‐mediator variable distinction in social psychology research: conceptual, strategic, and statistical considerations
    Baron, R.M; Kenny, D.A
  • Evaluating service encounter: the effects of physical surroundings and employee responses
    Bitner, M.J.
  • Encounter satisfaction versus overall satisfaction versus quality
    Bitner, M.J.; Hubbert, A.R
  • A dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of satisfaction
    Bolton, R.N
  • A dynamic process model of service quality: from expectations to behavioral intentions
    Boulding, W.; Kalra, A; Staelin, R; Zeithaml, V.A
  • Moderators and mediators: a review of concepts and usage in marketing research
    Brown, S.P
  • Designing research for application
    Calder, B.J; Phillips, L.W; Tybout, A.M
  • Measuring service quality: a reexamination and extension
    Cronin, J.J. Jr; Taylor, S.A
  • Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry
    Crosby, L.A; Stephens, N.J
  • Evaluating structural equation models with unobservable variables and measurement error
    Fornell, C; Larcker, D.F
  • Consumer satisfaction and perceived quality: complementary or divergent constructs?
    Gotlieb, J.B.; Grewal, D; Brown, S.W
  • Tracking service failures and employee recovery efforts
    Hoffman, K.D; Kelley, S.W; Rotalsky, H.M.
  • Organizational commitment: one of many commitment or key mediating construct?
    Hunt, S.D.; Morgan, R.M
  • Psychometric Theory
    Nunnally, J.C.; Bernstein, I.H
  • Satisfaction: A Behavioral Perspective on the Consumer
    Oliver, R.L
  • Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach
    Oliver, R.L.; Swan, J.E
  • Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
    Parasuraman, A; Zeithaml, V.A; Berry, L.L.
  • Service recovery: impact on satisfaction and intentions
    Spreng, R.A; Harrell, G.D; Mackoy, R.D
  • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intention
    Taylor, S.A.; Baker, T.L.
  • Expectations, performance evaluation, and customer perceptions of quality
    Teas, R.K
  • Service encounter satisfaction: conceptualized
    Walker, J.L
  • Developing better measures of consumer satisfaction: some preliminary results
    Westbrook, R.A; Oliver, R.L
  • Know Your Customer
    Woodruff, R.B; Gardial, S.F.
  • A critical review of consumer satisfaction
    Yi, Y.

You’re reading a free preview. Subscribe to read the entire article.

Try 2 weeks free now

DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

or browse the journals available

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$499/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

Sign up
for free
Start 14 day
Free Trial